Nest app will not connect to Nest Connect device

[Carpeteria]

I just purchased a brand new Yale x Nest door lock, which includes a Nest Connect device. I have downloaded the Nest app onto my iPhone and connected it to my Google account. When I try to add the Connect device to the app (either by scanning the QR code or manually typing the Entry Key code in), I am getting the same error message over and over: "Something went wrong - The app is having trouble connecting to the assisting Nest product. Make sure you're close to it, that it's online and that your phone is connected to the same Wi-Fi network. NA030."

I don't see any way of connecting the Nest Connect device to any specific Wi-Fi network that I use, so I don't know what they mean by making sure it's connected to the "same" network. The device has a steady, pulsing blue LED. I have tried restarting it, deleting and reinstalling the app, signing in and out of the Google account, and many other ideas I've found online. Nothing is working. Please help!

[David_K]

Do you have any other Nest products already added to the app? If so, temporarily turn them off and it won't try and connect to them to get your Wi-Fi information, which is where it's getting stuck.

I'd also advise:

• Make sure your phone is on the same Wi-Fi network that you’re trying to add your Connect to.
• Move your Connect closer to your Wi-Fi router while you try to pair it.
• If you use Wi-Fi extenders, disable them while you pair your Connect.

[Carpeteria]

Thanks for the reply and ideas! I don't have any other Nest products - this is my first one. 

I only have one major Wi-Fi source (via a Comcast/Xfinity router/modem), so it shouldn't be trying to connect to any other network? The Connect device is about 15 feet away from that router/modem. Still pretty confused about it all. 

[David_K]

Have you already added the Yale x Nest door lock to the app?

[Carpeteria]

The app told me it cannot add the lock until the Connect is added on 😕

[David_K]

That's fine, just checking! I would reset Nest Connect, then make sure your phone is connected to the 2.4 Ghz Wi-Fi band (not 5 GHz). If your router has a feature to have separate network names for each band this will make it easier.

[Carpeteria]

Thanks for that idea - Xfinity/Comcast doesn't make it super easy to have separate networks as far as I've seen, but I'll look into it. 

[janthadeus]

Hi folks,

Thanks for your help, davidking.

Carpeteria, sounds like a plan! Please keep us posted. If you have other questions and concerns, feel free to let me know.

Regards,

JT

[janthadeus]

Hi folks!

Just checking in to see if you still need help with this. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance. 
 

Best,

JT

[Carpeteria]

Hi there - I still don't have any solutions that have worked. Based on advice given here as well as in a chat with Google Nest support, I split my Xfinity router into two - one 5 and one 2.4 GHz, and connected my phone to the 2.4GHz connection. It still would not link up, and I continue to receive the same error message. I'm at a loss for what to do here. 

[janthadeus]

Hi Carpeteria,

It's me again. I want to check if you still need help. Don't hesitate to reach back if you do.

Regards,

JT

[M-Y]

Ok google, last chance. I have a connect that came with the Yale lock. At first I had the connect connected ok and then had trouble connecting the lock, so I reset everything and started over.  Now the connect will not connect to Wi-Fi even though it had done previously and I created a separate 2.4G SSID and connected one thermostat to it so I didn’t have to worry about which was the first device added, the last, the nearest, whatever.

some people are having success by replacing the connect, but I don’t want to spend any more $$ after putting so many hours in. 
so here it is - send me a new connect or all of it goes back in the box and it goes back to Amazon asap. 

[Carpeteria]

You're in a better spot than me - I still haven't gotten my Connect to find my Wifi at all. 

[janthadeus]

Hi folks,

M-Y, got it, thanks for trying. I know where you're coming from on this. Let's check this out — could you please fill out this form so we could further investigate?

Carpeteria, I'm sorry to hear that. No worries, we'll have a better look at this. May I know the status light of your Nest Connect? How far is your Connect from your lock and router? Also, do you have an Android or iPhone?

Try the steps here:

• Move your Connect closer to your lock at least 3 to 5 feet.
• Hold down Connect’s button until the light pulses blue (about 10 seconds). Then release the button.
• Add the Connect again to the Nest app, if the same issue occurs factory reset your Connect by holding down the reset button, release the button when the light pulses blue then glows yellow, release the button when the light goes off.

Looking forward to your response.

Best,

JT

[Carpeteria]

Hey JT - I've answered those questions a few times on this thread, but again, the Connect light is pulsing and blue, and it is only about 12-14 feet away from my router, and about 4-6 feet from the lock itself (but the app has never allowed me to connect to the lock). I have an iPhone. 

[janthadeus]

Hi Carpeteria,

Got it, thanks for the information. I appreciate your efforts. Have your tried setting up your Nest Connect thru a mobile hotspot yet? If not, please try the steps I shared above. If you're still not able to pair it to your Nest app.

Going over the steps here might help;

1. Restart your router.
2. Restart  your phone.
3. Put the mobile device or tablet on Airplane mode, then enable Bluetooth and WiFi.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hi Carpeteria,

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

JT

[janthadeus]

Hi there,

It's me again. Just wanted to jump in here to make sure that you saw my response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Best,

JT

[janthadeus]

Hi Carpeteria,

Thanks for following up. I appreciate you for trying. Let's dig deeper into this — a few questions:

1. What's the status light of your Nest Connect?
2. How far is your lock from your Connect and router?
3. Do you have another iPhone or Android to set up your lock?
4. Have you tried moving your Connect closer to your router that doesn't exceed 50 feet from the lock?

Looking forward to your response.

Regards.

JT

[Carpeteria]

Hey JT - so sorry I didn't see this reply until now! I appreciate your continued help. 

1. Nest Connect is a steady pulsing blue color when it's on. I have tried holding the button down to reset it several times, which briefly turns the light a steady white/yellow color, and then back to pulsing blue upon restart. 

2. The lock, Connect, and router are all essentially in a line of about 20 feet: door > Connect > router. They're all very close. I still have not been able to connect the lock at all, since the app requires the Connect to be connected to it first. 

3. My wife has an iPhone we could try - we haven't given that a go yet, but I would be remiss if the app only worked on one of our phones, assuming it somehow did work on hers. 

4. It is definitely not 50 feet away - again, the Connect is about 12-14 feet away from the router, so distance shouldn't be the factor here. 

Is it possible or likely that the Connect device itself is faulty? I can't really think of any other explanation for this at this point. 

Thanks again!

[janthadeus]

Hi Carpeteria,

Thanks for following up. Great troubleshooting so far, you can try adding the Connect on your wife's phone, if it doesn't help. Try pairing your Nest Connect to a mobile hotspot, you need two phones to set up a mobile hotspot.

Try the steps here:

1. Go to Settings > Mobile Data > Personal Hotspot or Settings > Personal Hotspot.
2. Tap the slider next to Allow Others to Join.

Keep me posted.

Regards,

JT